Tasha's Informative Memo

Memorandum

To: Call Center Team

From: Tasha
Re: High Value Changes to the CSR

Drum roll, please! The update of our CSR software will be loaded
soon and I want to tell you about the added or extended
capabilities that affect you most. The update has features that
will make your life easier.

Besides the Top 5, the update includes other changes that have
little or no impact on our workflow. You can browse the changes on
the intranet. Please take a quick look at them before the update is
loaded.

Call Center's Top 5 System Enhancements

1. Change: New Call Scripts

Over the last six months, we asked you to suggest revisions to
our call scripts. Some of the most frequently used scripts
were inaccurate and too complicated. You had to improvise
calls more and more, which defeats the whole purpose of having
scripts. You contributed many changes and have been asking
when they will be implemented. The answer: on the first of the
month!
Benefit
The scripts are overall more useable: more accurate, better
organized, and easier to follow.

2. Change: Automated Live Chat Lookups

When customers request live chat on our website, a pop-up form
asks customers for their names, email addresses, and the
subject of their chat request. This information will prompt an
automatic lookup of customer records and set the right
knowledge resources—all before you start the chat session.
Benefit
Live chat has been a success for us and our customers. Now you

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 won’t have to do lookups and set resources on the fly, which
frees you to concentrate on the customer.

3. Change: Floating Notes Window

No more switching back and forth to take notes! You can open a
new window for making notes about a call that floats on top of
the interface. It stays open when you go to another screen.
Benefit
You’ve been asking for this feature and IT has delivered. This
change is a timesaver with other benefits. I think it will
improve note quality and, as a result, make it easier to
understand what another rep has done on an account when you
speak to the customer.

4. Change: System Response Indicator

The interface now includes a system response indicator in the
upper right-hand corner: green for fast response time, yellow
for moderate, and red for slow.
Benefit
A small change? Yes. A benefit? Yes, absolutely. You won’t be
surprised again when you perform an action with the customer
on the phone and the system responds slowly. You can alert the
customer in advance and cover the dead time while the system
responds with the filler scripts we’ve developed.

5. Change: Simplified Tools for Editing Call Scripts

Senior reps, you will welcome this change: The call script
editing tools have been simplified. Instead of the long lists
of functions, the tools are organized into five palettes.
Rarely used tools have been moved into a separate dropdown
menu.
Benefit
The script editing tools aren’t used often so senior reps
don’t commit them all to memory. The palettes make tools
easier to identify and select. Reducing the clutter of mostly
unused functions enhances ease of use, too.

Do you have questions? Give me a call or send me an email.

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